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Elements organizer 2023 has Thumbnail issues (at least) with HEIC files

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I was running elements2022 and just upgraded to 2023. Organizer in 2022 was working fine with HEIC images. I updated the catalog when installing 2023.

Organizer 2022: thumbnails were correct and there were no issues with HEIC images.

Organizer 2023: thumbnails sometimes show up correctly but change even with no user actions occurring. Sometimes they change to black (no thumbnail?) sometimes the thumbnail for one HEIC image will be propogated to multiple other HEIC images. Different things seem to happen randomly each time. If you scroll down to other images in organizer, then back up to the HEIC files it happens all over again (with different results each time).

Additionally when one clicks on a thumbnail of a HEIC file the image will sometimes be corrupt.

Importing HEIC files into 2023 has the same issue - thumbnails of images to be imported are incorrect. There were no issues in organizer 2022.

Organizer has also crashed on several ocassions while investigating the above.

Problem or error

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Greg_S.

Community Expert

@Gilsworth thanks for your investigation, but I hate to burst your bubble. I always work in Details View and have easily reproduced the problem in that view.

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G

Gilsworth

Participating Frequently

It seems more stable in details view. In the other view it's like watching twinkling stars or something. Some thumbnals are steady others change from one thumbnail to another and others cycle through one thumbnail andother and black. At the moment (everything crossed) detail view seems stable and the thumbnails seem to correspond to the heic files. I hope you're wrong but you have much more experience than me so I will just shed a few silent tears of diappointment.

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Greg_S.

Community Expert

@Gilsworth, if it works for you, that's all that counts! BTW, you can toggle the Details view on and off with Ctrl+D.

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Gilsworth

Participating Frequently

Hi again everybody. I may have a very easy partial solution. I have found that the weird behaviour of thumbnails only happens when datails is not ticked in the view menu. The thumbnails appear to be correct in the details view and stable. this makes the program workable. The weird behaviour still should not happen when not in details view and it is VERY annoying but if I am right "Hallelujah!!!" Photos in this post details view not selected and selected. In "not selected" three completely different photos that have the same thumnail due to the glitch. In "selected" the original photo circled with the correct thumbnail.

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Gilsworth

Participating Frequently

Here is the details view with all three correct thumbnails selected.

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Greg_S.

Community Expert

I have been able to reproduce this bug and have reported it to Adobe.

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G

Gilsworth

Participating Frequently

I am also having this issue. I had a version of Elements which didn' support heic and upgraded specifically so I could use heic files in it. Has there been any progrss on this?

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Greg_S.

Community Expert

You can start a chat session by clicking on the blue Contact Us button under the Help & Support menu at Adobe.com. Or you can contact Support by telephone using the numbers listed here: https://helpx.adobe.com/contact/phone.html. Hours of operation outside of the United States are limited. See the phone link for details.

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Bob27125445uvev

Participating Frequently

Has anyone found a solution for this? This is anorganizer bug that renders it almost unusable. I tried deleting the thumbnail cache and I've tried unchecking generate thumbnails faster under the performnace section to see if those had any affect and they do not.

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martino15496011

Participating Frequently

I gave up and converted all heic to jpeg and then the problem goes away.

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Greg_S.

Community Expert

. . . and has anyone contacted Adobe Support about this issue? They may have an answer that I am not aware of. And, if not, I imagine that if they get enough complaints about this issue, they have an internal method for reporting it. Just a thought.

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Greg23879962zmawAuthor

Participating Frequently

Is there Adobe support for elements? If so, how does one contact them?
Everything I see points to this forum which is not Adobe support...

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Greg_S.

Community Expert

@Greg23879962zmaw, if you are asking about how to submit a bug report about Elements to Adobe, the simple answer is there is no easy way (and if I told you, I would have to kill you 😉 ).

Fortunately, I know the right people. But I can't tell you whether or when any action will be taken.

Up until a few months ago, Adobe had a Feature Request and Bug Reporting Form online for all of its products. The Photoshop CC forum now has an area for reporting Ideas and Bugs. This Elements forum does not. And if you use the online form it will take you back to this forum.

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Greg_S.

Community Expert

OK, I have been able to easily reproduce this issue and I shall be reporting it to Adobe.

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Greg23879962zmawAuthor

Participating Frequently

How is that done?

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J

Johannes274792608nkw

Participant

Hi together,

Is there already a patch available? I still have the same problem when the thumbnails are generated. Somethimes also images of a completely different folders are shown as thumbnails. The tumbails are completely random. As software developer I would say there is somewhere a memory leak. Moreover, the HEIC images are shown interleaved, i.e. as four columns showing the same image content. It's disappointing that an iphone standard format is still not supported after years of development and that technical depts were never fixed and still persist. Please provide a software patch asap. Thanks in advance. I bought the software this week. Is there any chance to get my money back?

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Greg_S.

Community Expert

@martino15496011, have you tried updating the thumbnails?

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martino15496011

Participating Frequently

Yes, and like the author, it fixes it on the current screen but then scroll up and down and the problem is back - sometimes not the same images.
The only fix that seems to work is converting to jpeg (rotate left and right converts it).

HEIC is not a new format anymore and it is supposed to be supported.

I bought 2023 version thinking this would all be fixed. After >12 yrs of Adobe Elements I think it's time to look for another product with less bugs.

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G

Greg23879962zmawAuthor

Participating Frequently

I agree. If there was some mechanism for submitting bug reports and if bugs were ever fixed it might be different. I have been using elements since version 1...

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